Method and system for facilitating mediated communication

ABSTRACT

A mediation system as disclosed herein is capable of performing a method for facilitating mediated communication. In at least one embodiment of the method for facilitating mediated communication, the method includes receiving a communication request, determining a context associated with the communication request in response to receiving the communication request, and preparing contextual decision information in response to determining the context.

FIELD OF THE DISCLOSURE

[0001] The disclosures herein relate generally to communication systemsand more particularly to methods, systems and apparatus for facilitatingvirtual mediation in a voice and/or data environment.

BACKGROUND

[0002] Mobile communication devices, such as cellular telephones,two-way pagers, and wireless enabled personal digital assistants, havebecome mainstream. Through the use of one of these mobile communicationdevices, a person is accessible for participating in interactivecommunication as they engage in their daily activities. As a result,people are now more accessible than ever.

[0003] However, as a result of being more accessible, people are alsonow more unavailable for participating personally in interactivecommunication. In many instances, even though a person is accessible forcommunication, it is often inconvenient or inappropriate for the personto personally engage in interactive communication. For example, while ina meeting, a person may be accessible via their mobile communicationdevice. However, during the meeting and for any number of reasons, itmay be inappropriate or inconvenient for the person to attend personallyand interactively to an inbound communication. This may be the case eventhough it is a telephone call or text message that the person needs toor would like to respond personally and immediately.

[0004] Call waiting, call return, voice mail, electronic assistants andunified messaging systems illustrate examples of conventionalcommunication solutions. Such conventional communication solutions arelimited in their ability to facilitate an interactive communicationactivity in a personalized, time-sensitive and dynamic manner when oneor more participants associated with the interactive communicationactivity are precluded from attending personally to the interactivecommunication activity. Specifically, conventional solutions help withcall filtering (e.g., via caller id or electronic communicationassistants). These conventional solutions do not address the process ofactually communicating with another party beyond facilitating manualintervention on the subscriber's part or call redirection (e.g., callforwarding or divert, follow-me). That is, they may result in acommunication being redirected to another device, but do notinteractively and dynamically assist with the actual communicationdialog.

[0005] Therefore, a method for enabling interactive communication to befacilitated in a manner that overcomes the limitations of suchconventional communication solutions would be useful.

BRIEF DESCRIPTION OF THE DRAWINGS

[0006]FIG. 1 is a block diagram depicting an embodiment of acommunication system including a mediation system capable of mediatingin an environment including voice-based and data-based communication.

[0007]FIG. 2 is a block diagram depicting an embodiment of an apparatuscapable of facilitating mediated follow-through operations viavoice-based and data-based communication.

[0008]FIG. 3 is a diagrammatic view depicting an embodiment of a menufor specifying an availability status.

[0009]FIG. 4 is a diagrammatic view depicting an embodiment of amediation subscriber policy.

[0010]FIG. 5 is a flow chart view depicting an embodiment of a methodfor facilitating a mediation session initiated by an inboundcommunication request. See diagram on paper.

[0011]FIG. 6 is a diagrammatic view depicting an embodiment of asequence of events associated with deferring an inbound call from amobile telephone to a mediation system.

[0012]FIG. 7 is a block diagram view depicting an embodiment of amediation subscriber profile including a plurality of information datasets.

[0013]FIG. 8 is a diagrammatic view depicting an embodiment of steps forperforming an operation of updating the subscriber profile.

[0014]FIG. 9 is a diagrammatic view depicting an embodiment of steps fordetermining context and behavior to facilitate the preparation offollow-through actions.

[0015]FIG. 10 is a flow chart view depicting an embodiment of a methodfor facilitating a mediated follow-through operation.

[0016]FIG. 11 is a flow chart view depicting an embodiment of a methodfor facilitating a mediation session initiated by an outboundcommunication request.

[0017]FIG. 12 is a diagrammatic view depicting an embodiment of asequence of events associated with requesting mediation of an outboundcommunication using a mobile telephone.

[0018]FIG. 13 is a flow chart view depicting an embodiment of a methodfor performing a mediated follow-through operation to alter a pendingmediated commitment in response to one or more context components beingaltered.

[0019]FIG. 14 is a diagrammatic view depicting an embodiment of asequence of events for altering an availability stat us using a mobiletelephone.

[0020]FIG. 15 is a flow chart view depicting an embodiment of a methodfor facilitation a mediation session for making a mediated servicecommitment.

[0021]FIG. 16 is a flow chart view depicting an embodiment of a methodof facilitating a mediated follow-through operation with a servicemanagement system.

[0022]FIG. 17 is a diagrammatic view depicting an embodiment of asequence of events for requesting a mediated service commitment using amobile telephone.

DETAILED DESCRIPTION

[0023] Referring to FIGS. 1 and 2, a mediation system 10 facilitatesmediation between a mediation subscriber 12 and a mediated party 14. Themediation subscriber 12 communicates with the mediation system 10through a mediation subscriber communication device 16. The mediatedparty 14 communicates with the mediation system 10 through a mediatedparty communication device 18.

[0024] As depicted in FIG. 1, communication associated with themediation subscriber communication device 16 is facilitated in adata-based manner and communication associated with the mediated partycommunication device 18 is at least partially facilitated in avoice-based format. Accordingly, the mediation subscriber communicationdevice 16 and the mediated party communication device 18 are devicescapable of receiving and transmitting information in a data packetformat and a voice-based format, respectively.

[0025] One aspect of the disclosure herein is that data-basedcommunication is advantageous relative to the mediation subscriber 12engaging in mediation activities. Specifically, data-based communicationpermits the mediation subscriber 12 to manage mediation activities in atime-sensitive, concise and interactive manner. Data-based communicationpermits the mediation party 12 to engage in mediation activities insituations where voice-based communication would be inconvenient,inappropriate or both. For example, voice-based communication proves tobe a less than desirable and effective in situations such as meetings orpublic spaces where audibly responding to communication activities isoften inconvenient and inappropriate. Through the use of data-basedcommunication, the mediation party 12 may engage in mediation activitiesin a non-disruptive manner by responding in a data-based format toinformation presented in a data-based format.

[0026] The use of data-based communication provides a quick, lessdisruptive interrupt for the mediation subscriber. Responding tocommunications in a data-based manner rather than a voice-based manneronly requires glancing down and the pushing of buttons. This type of aninterruption can typically be tolerated without significantly disruptingthe surrounding activities. There is no such voice-based communicationequivalent for inaudibly and time-effectively responding to acommunication in a voice-based manner. For example, it is time consumingto answer a call, engage the other party, explain that you areunavailable, and (for example) find out from the mediated party if youcan call back when your meeting is over. In a voice-based format, thistype of communication can be significant. Furthermore, call screening orother filtering systems offer little relief in this regard because theydo not promote a communication with the mediated party.

[0027] One method for accomplishing data-based communication includescommunicating information via data packets. General Packet Radio Service(also referred to as GPRS) is a packet-based service that allowsinformation to be sent and received, as data packets, across networks,such as digital cellular networks, that supports GPRS. For example, aGlobal System for Mobile Communications (also referred to as GSM)network is one example of a digital mobile telephone network that can beconfigured to support GPRS. GPRS facilitates transmission of datapackets between mobile communications networks and the Internet. As aresult, GPRS is considered to be a sub-network of the Internet with GPRScapable mobile phones being viewed as an access device. Accordingly,access to the Internet is available to mobile users via GPRS.

[0028] Data packet network services, such as GPRS, bring togetherhigh-speed radio access and Internet Protocol (IP) based services intoone, powerful environment. IP is a packet-based protocol associated withthe Internet that allows active communication devices to be “on line” atall times and only pay for data that is actually sent or received. Inthis manner, a connection between an active communication device and thenetwork is always present. As a result, data is sent and received moreefficiently than commercially implemented switched-based protocolbecause a network connection does not first need to be established.

[0029] GPRS is designed for digital cellular networks (GSM, DCS, PCS,TDMA). For example, with respect to GSM networks, GPRS can be viewed asan overlay network onto second-generation GSM networks. It utilizes apacket radio principle and can be used for carrying subscriber packetdata protocol information between GPRS enabled devices on GPRScompatible networks and other types of packet data networks such as theInternet. GPRS is standardized by the ETSI (European TelecommunicationsStandards Institute), and allows voice and data communication to share acommon connection. That is, unlike current circuit-switched technology,data packets can arrive/be sent even while voice communication is activeand vice versa. Accordingly a voice-based communication can be inprogress while receiving and sending data and vise-versa.

[0030] Networks supporting GPSR provide an ‘always-on’ connection with aclient device such as a smart phone. Information can be retrievedrapidly because the client device is ‘always-on’ in the network.Accordingly, the visual display of a GPRS enable device is sometimesreferred to as an ‘always-on’ display.

[0031] GPRS network resources are used only when a subscriber isactually sending or receiving data. Rather than dedicating a radiochannel to a GPRS subscriber for a fixed period of time, available GPRSresources can be concurrently shared between several subscribers. AsGPRS is a radio resource, this efficient use of scarce radio, i.e.frequency, resources means that large numbers of GPRS subscribers canpotentially share the same bandwidth and be served from a single cell.The actual number of subscribers supported depends on the applicationbeing used and how much data is being transferred.

[0032] GPRS enables mobile Internet functionality by allowingcompatibility between existing Internet and GPRS compatible networks.Any service that is used over the fixed Internet today, such as FileTransfer Protocol (FTP), chat, email, HTTP, and fax, are also availableover GPRS compatible networks. Furthermore, because GPRS enables mobiledevice users to effectively and efficiently access the Internet, webbrowsing is a very important application for GPRS.

[0033] An embodiment of an apparatus 20 for enabling mediationactivities to be facilitated by the mediation subscriber communicationdevice 16 and the mediated party communication device 18 is depicted inFIG. 2. As illustrated, a mediation subscriber communication device 16,mediated party communication device 18, mediated party communicationdevice 34 and service management system 23 are depicted as communicatingvia the apparatus 20. In practice, the apparatus 20 facilitates mediatedcommunication for a plurality of mediation subscriber communicationdevices, mediated party communication devices, mediated partycommunication devices and service management systems.

[0034] The apparatus 20 includes the mediation system 10, a data packetnetwork 22, a voice network 24, and a computer data network 25. Themediation system 10 is connected to the data packet network 22, to thevoice network 24 and to the computer data network 25, thus enablingcommunication therebetween. The computer network 25 is connected to amediation subscriber computer system 34, to the mediation manager 26 andto a service management system 23 of a service provider, thus enablingcommunication therebetween.

[0035] The voice network 24 includes a computer telephone interface(CTI) server 24 a and an interactive voice response (IVR) system 24 b.The CTI server 24 a is connected to the IVR system 24 b. The IVR systemenables interactive voice response from the mediated party to bereceived by the mediation system and transformed into a computer-basedcommunication format. Commercially available IVR systems arecommercially available from IBM Corporation and from PeriphonicsCorporation.

[0036] In many situations, it is desirable and advantageous for themediation subscriber communication device 16 to communicate directlywith the mediated party communication device 18. In such situations, themediation subscriber communication device communicates with the mediatedparty communication device without intervention by the mediation system.To facilitate data-based communication between the mediation subscribercommunication system 16 and the mediated party communication device 18,the mediation subscriber communication device 16 is connected to themediated party communication device through the data packet network 22.To facilitate voice-based communication between the mediation subscribercommunication system 16 and the mediated party communication device 18,the mediation subscriber communication device 16 is connected to themediated party communication device through the voice network 24.Accordingly, both voice and data can be passed through the mediationsystem without intervention, or the communication can be re-routed sothat the mediation system is not in the communication path.

[0037] The mediation system 10 includes a mediation manager 26 with adata packet client 28, a computer telephone interface (CTI) client 30, acomputer network interface 31 and an information storage device 32connected thereto. A Dell PowerVault (TM) series storage device is oneexample of the information storage device 32. The data packet network 22includes a data packet server 22 a that enables communication betweenthe data packet network 22 and the data manager 26 via the data packetclient 28. The voice network 24 includes a computer telephone interface(CTI) server 24 a that enables communication between the data packetnetwork 22 and the mediation manager 26 via the CTI client 30.

[0038] The mediation manager 26 includes a data processor 26 a, such asa network server, a workstation or other suitable type of dataprocessing device. The computer interface 31 is connected between thedata processor 26 a and the computer network 25 for enablingcommunication therebetween. A Dell PowerEdge™ series server is oneexample of a suitable commercially available network server. A DellPrecision™ series workstation is one example of a suitable commerciallyavailable workstation. The information storage device 32 is connected tothe data processor 26 a for storing information in non-volatile memoryand retrieving information therefrom.

[0039] A computer program product 27 includes a computer program that isprocessable by the data processor 26 a of the mediation manager 26. Thecomputer program enables facilitation of at least a portion of theoperations performed by the mediation system 10 for accomplishing themethods disclosed herein. The computer program is accessible by the dataprocessor 26 a of the mediation manager 26 from an apparatus such as adiskette, a compact disk, a network storage device or other suitableapparatus.

[0040] The service management system 23 includes a data processor 23 a,computer network interface 23 b and a voice network interface 23 c. Thecomputer network interface 23 b is connected to the computer network 25for enabling data-based communication between the service manager 23 aand the mediation system 10 via the computer network 25. The voicenetwork interface 23 c is connected to the voice network 24 for enablingvoice-based communication between the service manager 23 a and themediation system 10 via the voice network 24.

[0041] The mediation subscriber computer system 34 includes a dataprocessor 34 a and a computer network interface 34 b. The computerinterface 34 b is connected between the data processor 34 a of themediation subscriber computer system 34 and the computer network 25 forenabling communication therebetween.

[0042] A mobile telephone capable of transmitting and receiving datapackets via the General Packet Radio Service (GPRS) is one example ofthe mediation subscriber communication device 16. GPRS enabled mobiletelephones, also referred to as “Smart Phones”, are offered bymanufacturers such as Ericsson Incorporated and Nokia Incorporated.Smart phones are mobile phones with built-in voice, data, andWeb-browsing services. Smart phones integrate mobile computing andmobile communications into a single terminal. Smart phones, importantly,can execute Java programs within the device. Java programs can be usedto control presentation and interaction with the user, as well as sendand receive data packets. The Ericsson models R380 and R520 telephonesand the Nokia 9000 series telephone represent specific examples of GPRSenable mobile telephones.

[0043] Referring to FIG. 3, the mediation subscriber communicationdevice 16, such as a smart phone, include a user interface. The userinterface of the device 16 includes a data interface portion and a voiceinterface portion. In the embodiment of the mediation subscribercommunication device 16 depicted in FIG. 3, the user interface includesa visual display 16 a, a plurality of alphanumeric keys 16 b, aplurality of control keys 16 c and a scroll key 16 d. The voiceinterface portion of the user interface includes a speaker 16 e and amicrophone 16 f.

[0044] The data interface portion of the user interface permitsinformation to be visually displayed and permits the mediationsubscriber to interactively manipulate information associated withdata-based communications between the device 16 and the mediation system10. The visual display 16 a permits information to be visuallydisplayed. The plurality of alphanumeric keys 16 b permit alphanumericinformation to be inputted. The plurality of control keys 16 c permitassociated functionality to be selected. For example, functionaloperations, such as accept and cancel, displayed on the visual display16 a may be associated with respective control keys 16 c. The scroll key16 d permits menu information such as availability specifiers AS to behighlighted and manipulated.

[0045] It should be understood that other types of devices alsorepresent suitable examples of the mediation subscriber communicationdevice 16. Personal digital assistants (PDAs) such as those offered byPalm Computing and Handspring are data-centric devices that are capableof providing mobile wireless access. These devices can utilize GPRSthrough a GPRS-capable mobile phone via a serial cable or directly ifthey have built-in GPRS capability. Similarly, suitably equipped mobilecomputers are also capable of communicating data packets over a GPRScompatible network.

[0046] The apparatus, systems and devices discussed and disclosed hereinpermit mediation of an inbound or outbound communication to befacilitated electronically, yet in a dynamic, personalized andtime-sensitive manner. In one embodiment, the methods disclosed hereinare not governed exclusively by user-defined rules and designations. Inthese embodiments, it is advantageous for these methods to befacilitated in large degree by system-defined information. Systemdefined information is information garnished by the mediation system inresponse to facilitating mediation operations. Furthermore, it isdesirable to require the mediation subscriber to define and maintainonly a minimal amount of designated information (also referred to hereinas user-defined information).

[0047] One example of user-defined information is an availability statusof the mediation subscriber. The availability status defines qualitativeaspects of the mediation subscriber's availability and, in some cases,also defines quantitative aspects of the mediation subscriber'savailability. As depicted in FIG. 3, an availability status menu ASM isdisplayable on a visual display 16 a of the mediation subscribercommunication device 16.

[0048] The availability status menu ASM includes a plurality ofavailability specifiers AS. For a first type of availability specifierAS1, a time indicating availability is specified in a time field TF. Forexample, the mediation subscriber may specify that he will be in ameeting until a designated time, such as 10:15AM. For a second type ofavailability specifier AS2, a duration quantitatively indicatingavailability is specified in a duration field DF. For example, themediation subscriber specifies availability in a designated amount oftime, such as 10 minutes. For a third type of availability specifierAS3, the selected availability status itself defines a relative(qualitative) time designating the availability of the mediationsubscriber. For example, the mediation subscriber may designate that heis available now. For a fourth type of availability specifier AS4, thefourth type of availability specifier AS4 that queries a priority of thecommunication request by the mediated party. For example, the mediationsubscriber may select an availability specifier that results in theurgency of the communication request being mediated by the mediationsystem.

[0049] Another technique for providing subscriber specified preferencesand information includes the preparation of one or more policies. Anembodiment of a policy 100, as viewed via visual display 34′ of themediation subscriber computer system 34, is depicted in FIG. 4.Information included in the policy 100 may be provided via the mediationsubscriber communication device 16, via the mediation subscribercomputer system 34, or both.

[0050] The policy 100 includes a tab 102 that may be used to specify aname for a particular group of individuals associated with the policy100. At a group field 104, the mediation subscriber may specify one ofmore specific individuals that apply to the policy 100. Information suchas the name and one or more telephone numbers associated with eachindividual is specified at the group field 104. At a greeting field 106,the mediation subscriber may designate and set-up a desired greeting.For example, the mediation subscriber may designate a standard greetingor a custom greeting. The standard greeting is a greeting that would beapplied to any policy that does not specify a custom greeting. At aco-mediator field 108, the mediation subscriber may designate one ormore co-mediators associated with the policy 100. Each designatedco-mediator is thus authorized by the mediation subscriber to engage inmediation of a communication request received by the mediationsubscriber.

[0051] Still referring to FIG. 4, the mediation subscriber may designatea default action to be performed by the mediation system in instanceswhen a follow-up action for a particular communication is not providedby the mediation subscriber in response to being prompted for one by themediation system. A first set of default actions D1 define actions thatare taken in instances where a follow-up action by the mediationsubscriber is not provided in response to the mediation system promptingthe mediation subscriber for a follow-up action. For example, themediation subscriber may designate a default action from the first setof default actions D1 for instructing the mediation system to forwardapplicable communications to the mediation subscriber's administrativeassistant. A second set of default actions D2 defines a plurality offollow-up actions that designate an initial action associated withapplicable communications. For example, the mediation subscriber maydesignate a default action from the second set of default actions D2 forinstructing the mediation system to ‘Schedule A Time To Talk’ with themediated party (team member) if a particular criteria C1 is met, such asa communication being designated as urgent.

[0052] An embodiment of a method for facilitating a mediation sessioninitiated by an inbound communication request is depicted in FIG. 5. Theapparatus 20, FIG. 2, illustrates an example of an apparatus capable ofcarrying out the method depicted in FIG. 5. At a block 200, an inboundcommunication request from the mediated party communication device 18 isreceived by the mediation system 10. Information may be communicatedbetween the mediation subscriber communication device and the mediationsystem via data packets over a suitable network. An inbound telephonecall illustrates one example of the inbound communication request.

[0053] In response to receiving the inbound communication request, anapplicable context and behavior information are determined at a block201. In response to determining that a policy does not apply to theinbound communication request at a box 202, a contextual communicationsummary is prepared and the contextual communication summary iscommunicated to the mediation subscriber communication device 16 at, ablock 203 and a block 204, respectively. Information provided by acarrier caller identification service, such as a caller's name and phonenumber and information relating to acts initiating the communicationfrom the mediated party, such as returning a call from the mediationsubscriber, may comprise a portion of the information included in thecontextual communication summary. Behavior information is discussed ingreater detail below. At a block 206, a plurality of follow-throughactions is prepared. In other embodiments, only one follow-throughaction is prepared.

[0054] At a block 208, the mediation subscriber may choose to accept theinbound communication or defer the inbound communication to a mediationoperation. In the case where the mediation subscriber chooses to acceptthe inbound communication, a connection is facilitated (block 210)between the mediation subscriber communication device and the mediatedparty communication device a suitable voice network, such as the voicenetwork 24, FIG. 2. In the case where the mediation subscriber choosesto defer the associated inbound communication, at the block 213, theplurality of follow-through actions is communicated to the mediationsubscriber communication device at a block 212.

[0055] It should be noted that a plurality of operations, such ascommunicating the contextual communication summary to the mediationsubscriber and preparing the plurality of follow-through actions, may beperformed concurrently. For example, mediation operations between themediation system and the mediation subscriber may be performed whiletelephone is ringing. In this manner, time may be used efficiently, thusreducing the time which the mediated party is awaiting either a personalor mediated response. It should also be noted that the contextualcommunication summary and the follow-through actions may be communicatedessentially simultaneously such that the mediation subscriber nearlyimmediately has all the information necessary to address the inboundcommunication request.

[0056] In response to the mediation subscriber selecting one of thefollow-through actions, a selected follow-through action is received bythe mediation system from the mediation subscriber communication deviceat a block 214. In response to receiving the selected follow-throughaction, a mediation follow-through operation is facilitated at a block216. In response to facilitating the mediation follow-through operation,a mediation subscriber profile is updated at a block 218. As discussedbelow, updating the mediation subscriber profile includes updating atleast one data set, such as a mediation activity data set, in amediation subscriber profile.

[0057] In response to determining at the box 202 that a policy, such asthe policy depicted in FIG. 4, does apply to the inbound communicationrequest and determining at a block 222 that the policy requires alwaysringing the mediation subscriber, the method continues at the block 210.In response to determining at the block 222 that policy-driven mediatedfollow-through is required, the method continues at the block 216. Inthe case of policy-driven mediated follow-through, facilitating mediatedfollow-through at the block 216 is performed, at least in part,according to the follow-through action designated in the policy.

[0058] The mediated follow-through operation performed at the block 216depicts an example of a virtual mediation operation. By virtualmediation operation, it is meant that the mediation operation isperformed by the mediation system on behalf of the mediation subscriber.For example, the mediation can be performed in an automated manner bydata processing device as described herein. Virtual mediation adds ahigh degree of personalization to acting on behalf of the mediationsubscriber. To this end, the virtual mediation operation is performedbased on contextual and behavioral information associated with themediation subscriber.

[0059] It should be understood that rather than choose to accept theinbound communication or select one of the follow-through actions, themediation subscriber may choose to do nothing (neither accept nor deferthe inbound communication). By the mediation subscriber choosing to notaccept the call nor to select one of the follow-through actions (block213), a system-imposed follow-through action, such as the default actiondiscussed above in reference to FIG. 4, is identified by the mediationsystem at a block 220. Accordingly, when the mediation subscriberchooses to neither accept nor defer the inbound communication, themediation follow-through operation is facilitated according to thesystem imposed follow-through action.

[0060] It is also contemplated that a system-defined action based oncontextual information, historical information, and behavioralinformation may be imposed rather than default actions associated withuser-defined information. For example, the mediation subscriber is in ameeting and has received three calls from unknown parties. In all threecases, the mediation subscriber has selected a follow-through actionrequesting that the mediated (unknown) party schedule a time to talk.Accordingly, for all subsequent unknown callers while the mediationsubscriber is in the meeting, the mediation system automaticallyinitiates a mediated follow-through operation for scheduling a time totalk. A pre-defined number of occurrences may need to occur first, suchas three attempts from unknown callers, prior to mediation systemimposing such as system-defined follow-through action. In this example,the follow-through action imposed by the mediation system is asystem-defined behavior-based follow-through action.

EXAMPLE 1 Inbound Call Mediation

[0061] David is in an important meeting in which it would be seen asdisruptive to verbally respond to incoming communications received onhis wireless telephone 16′. As depicted in FIG. 6, at a firstinteraction event E1, David visually reviews a caller summary CS1. Thecaller summary includes contextual information associated with priorincoming calls that he has not accepted. At some prior point in time,David has communicated his availability status to the mediation system.Accordingly the mediation system knows that David is planning on beingin this meeting until 14:30 hours.

[0062] After reviewing the caller summary CS1, a second interactionevent E2, David receives an incoming call from Richard S. In response toreceiving the incoming call, a communication summary CS2 is displayed onthe visual display 16 a of his wireless telephone 16′. By reviewing thecommunication summary CS2, David is able to quickly and non-disruptivelyascertain that the incoming call is from Richard S and that Richard Shas made repeated attempts to return a call from David. Because David isstill in the meeting, he chooses to defer the call for virtual mediationby selecting the control key 16 c associated with a defer action DA.

[0063] In response to choosing the defer action DA, a follow-throughaction menu FAM is displayed on the visual display 16′ at a thirdinteraction event E3. The follow-through action menu includes aplurality of follow-through actions FA. David uses the scroll key 16 dto highlight the follow-through action ‘Will call when free’ andconfirms the selection by depressing the control key 16 c associatedwith an accept action AA.

[0064] Because David responded to the inbound communication using adata-based communication format, he was able to review the availablecontextual information and implement a desired follow-through actionwithout disrupting the meeting. Furthermore, it only took David a shortperiod or time (e.g. about 10 seconds) to review the availablecontextual information and implement the desired follow-through action.While David is still participating in the meeting, the mediation systemhas engaged in a virtual mediation operation for notifying Richard (themediated party) that David will call him after the meeting.

[0065] As a result of David having provided his availability status tothe mediation system, the mediation system uses the availability statusin performing the mediation operation. The mediation system lets Richardknow that David is in a meeting until 14:30 hours and will return hiscall after this time. In this manner, a more personalized and efficientcommunication is facilitated between the mediation system and Richard.

[0066] The ‘schedule a time’ follow-through action depicted in FIG. 6 isone embodiment of a follow-through action for mediating a coordinatedarrangement for person-to-person communication to be facilitated. Insuch an embodiment, the mediation system mediates an agreed upon timeand/or day for the mediation subscriber and the mediated party tocommunicate.

[0067] Context and contextual, as referred to herein, relate toexperiences, actions, and information associated with a communication.For example, the contextual communication summary CS2, FIG. 6, includesa plurality of context components. A first context component CC1 isassociated with a name of the mediated party. A second context componentCC2 is associated with a phone number of the mediated party. A thirdcontext component CC3 is associated with the reason for thecommunication. A fourth context component CC4 is associated with priorattempts by the mediated party to contact the mediation subscriber.

[0068] Together, these context components CC1-CC4 provide the mediationsubscriber with a brief yet insightful summary of the inboundcommunication. In other embodiments, the contextual communicationsummary includes only one context component, such as the phone number ofthe mediated party. The actions of the mediation subscriber and themediated party result in an abundance of contextual informationassociated with the inbound communication being generated. Furthermore,completed and on-going mediation operations generate informationassociated with such mediation operations. Such information is useful indetermining system-defined information, such as system-defined defaultactions mentioned above.

[0069] It will be appreciated that, in addition to the contextspreviously discussed, there are many other types of contextual data thatmay be used to control communication between parties. Table 1 listsspecific context types and embodiments. Accordingly, mediation steps canbe based upon the various contexts described herein, including those ofTable 1. TABLE 1 Presence Presence of one or more parties to a mediationcommunication. The Presence of a party defines their availability forcommunication via various channels (eg phone or Instant Messaging(chat). Presence may be set by the party (ie they choose NOT to beavailable, or by physical limitations (out of range). Presenceidentifies what channels a user can be reached via at any given timeLocation The location of one or more parties to a mediatedcommunication. The location will generally be the location of themediation device, and in one embodiment, can be determined automaticallybased data available to the wireless communications system, or otherpositioning system such as a Global Positioning System. In anotherimplementation, a party can manually specify their location or analternate location. Time Time that the party is in. For the subscriber,this could be with respect to Mediation policies (“deny all businesscalls after 7 pm” or “Deny all calls when I am busy”) and also formanaging or warning about scheduled meetings (“Incoming call from Sally,but you have a meeting in 5 minutes”) Identity Identity andnumber/address that Mediated party is using. For the subscriber, thiscould be with respect to Mediation policies (“deny all calls unless it'sSally”) Communication The history of communication interactions andfollow through actions between caller and History subscriber mayinfluence the options (or priority) of options to be taken MembershipThe membership of a caller, as organized in the subscribers address bookmay influence which policies of mediation apply. E.g. “Deny all businesscalls after 7 pm” means if caller has been assigned as a “business”caller then deny their call after 7 pm.

[0070] It will be further appreciated that, in addition to thosemediation actions and follow-through mediation actions described, thereare many other types of actions that may be used to controlcommunication between parties. Table 2 indicates specific action typesand embodiments. TABLE 2 Forward Call A party to a mediatedcommunication can request the call be forwarded to a different party,such as an assistant. Leave Message A party to a mediated communicationcan request that caller be asked to leave a message. Request call backor Subscriber may, via the mediation service, request the caller callslater (e.g. when both a message free) or send a simple message viacertain channels. (VM/SMS/Email) Promise to call back Subscriber may,via the mediation service, tell the caller that they will return thecall in due course Schedule a meeting Subscriber may, via the mediationservice, request that the caller arrange a time (when both (conf call orother) a free) to talk Use Internet Chat Subscriber may, via themediation service, suggest transferring the form of communication(Instant Messaging) to on-line chat (when they are in a conference forexample) Deny call, side Deny the call to the user, but at the same timedefining a policy or rule that will affect effecting policy subsequentcalls from that caller (e.g. “No more calls from him today”) change Denycall and send Deny the call to the user (e.g. in a meeting), but opt tosend them a text message. message Deny call and send Deny the call tothe user but select a “canned/pre-recorded” message to be displayed or“canned” message “read” to the call Ask a question Defer taking thecall, but via the mediation service ask a question to the caller. E.g.“Is it important?”.

[0071] An embodiment of the mediation subscriber profile 35 isillustrated in FIG. 7. The mediation subscriber profile 35 is stored onthe data storage device 32 of the mediation system 10. The mediationsubscriber profile 35 includes one or more data sets. A communicationhistory data set 35 a includes communication history information, suchas the name and telephone number of the party associated with thecommunication. An availability history data set 35 b includesavailability history information of the mediation subscriber. An actionhistory data set 35 c includes follow-through action historyinformation. A mediation activity data set 35 d includes informationrelating to completed or in-progress mediated activities. A policiesdata set 35 e includes the policies discussed above. A service providerdata set 35 f includes information such as preferences (i.e. type ofroom, type of food, etc) relating to mediated service that can berequested by the mediation subscriber.

[0072] Each one of the profile data sets 35 a-35 f can be associatedwith at least one other profile data set such that related informationcan be associated. For example, in one embodiment, it is desirable andadvantageous to relate a particular communication from a mediated partywith a corresponding follow-through action and availability. Relatingsuch information supports determining context, history and mediationstatus associated with a particular communication. It should also beunderstood that the data sets might be each maintained in separatedatabases or in a common database along the system depicted in FIG. 2.In addition, the data sets can have information specific to either themediation subscriber or the mediated party being mediated, i.e. thecaller. For example, the action history data set 35 c can have a historyof actions taken by either the mediated party or the mediationsubscriber.

[0073] It is one aspect of the apparatus, methods and systems disclosedherein that the information archived in the mediation subscriber profile35 may be used to gain insight into behaviors and preferences of themediation subscriber with respect to handling inbound and outboundcommunications. Determining such behaviors and preferences is desirableand advantageous. In this manner, mediation operations may becarried-out dynamically and time-efficiently.

[0074] Referring to FIG. 8, an embodiment of steps for performing theoperation of updating the mediation subscriber profile 35 at the block218 in FIG. 5 is depicted. The steps for performing the operation ofupdating the mediation subscriber profile 35 include archiving inboundcommunication information (block 220 a), archiving the availabilitystatus of the mediation subscriber at the time of receiving the inboundcommunication (block 220 b), and archiving any corresponding follow-upaction (block 220 c). Examples of the inbound communication informationincludes a time of receipt of the inbound communication, a name of themediated party, a telephone number associated with the inboundcommunication. Archiving is defined herein to include formingrelationships between information as discussed above in reference toFIG. 7.

[0075]FIG. 9 depicts an embodiment of a method for accomplishing theoperation of determining applicable context and behavior by the mediatedparty, as depicted at the block 202 in FIG. 5. One example ofdetermining the context associated with the inbound communicationincludes determining a present availability of the mediation subscriber(block 202 a), analyzing present information associated with the inboundcommunication (block 202 b), and analyzing historical information, suchas from the mediation subscriber profile, that is associated with theinbound communication (block 202 c). One example of determining arelated behavior includes analyzing mediation subscriber policies (block202 d), analyzing follow-through actions associated with historicalinbound communication information (block 202 e) and analyzingavailability history of the mediation subscriber (block 202 c). All ofthe information analyzed at the block 202 is archived in the mediationsubscriber profile discussed above.

[0076]FIG. 10 depicts an embodiment of a method for accomplishing theoperation of facilitating a mediated follow-through operation, asdepicted at the block 216 in FIG. 5. At a block 216 a, a follow-throughaction communication is prepared. In one embodiment, the follow-throughaction communication is voice based. The follow-through actioncommunication is communicated to the mediated party communication deviceat the block 216 b. In response to the selected follow-through actionbeing accepted by the mediated party at a block 216′, completion of theselected follow-through action is facilitated by the mediation system ata block 216 c. In response to the selected follow-through action beingunaccepted able or non-actionable by the mediated party, at a block216″, the mediated party may choose to terminate the communication, suchas by hanging-up, or to suggest a revised follow-through action.

[0077] In response to suggesting an alternate follow-through action atthe block 216″, an availability request is communicated to the mediatedparty at a block 216 d. Prompting the mediated party to reply with howlong they will be available, when they will be available, or the likeare examples of communicating the availability request to the mediatedparty communication device. At a block 216 e, a present availability isreceived from the mediated party. The present availability may bereceived from the mediated party in a voice-based format or as dataentered using a device, such as a telephone keypad. At a block 216 f, aplurality of alternate follow-through actions is prepared. In otherembodiments, only one alternate follow-through action is prepared.Preparing the alternate follow-through actions includes assessinginformation such as the present availability of the mediated party, thepresent availability of the mediation subscriber, communication history,policies, etc.

[0078] It is contemplated that these alternate follow-through actionsmay include all or some of the non-selected follow-through actionspreviously sent to the mediation subscriber at the block 212 in FIG. 5.Additionally, it is contemplated that all or some of the alternatefollow-through actions may be availability-defined follow-throughactions. By availability-defined follow-through actions, it is meantthat the availability of the mediation subscriber and/or theavailability of the mediated party define a specific follow-throughaction. A call-back time based on joint availability of the mediationsubscriber and the mediated party illustrates an example of theavailability-defined follow-through actions.

[0079] At a block 216 g, the plurality of alternate follow-throughactions is communicated to the mediation subscriber communication deviceand the method continues at the block 216′. In response to the mediatedparty accepting one of the alternate follow-through actions at the block216′, the method continued at the block 216 c. In response to themediated party not accepting one of the alternate follow-through actionsat the block 216′, the method continues at the block 216″.

EXAMPLE 2 Performing Mediated Follow-Through Operation

[0080] In response to David selecting the ‘Will call when free’follow-through action (see Example 1), the mediation system engages inthe following voice based communication with the Richard, via the IVRsystem. “Richard, I am unavailable to talk with you right now, but willcall you as soon as I am out of my meeting. I expect to be out of memeeting at 14:30 hours. If you will be available at around this time,please press 1. If you will not be available at about this time, pleasepress 2”. The communication with the mediated party may be in David'sactual voice, a synthesized voice or other type of voice format.

[0081] In the instance in which Richard S. is available at this time, heresponds accordingly by pressing 1. In response to Richard S. respondingthat he is available at this time, the mediation system communicates thefollowing confirmation message to Richard S and then terminated thecall. “Richard, I'll be call you shortly after 14:30 hours. I lookforward to talking with you then. Good-bye.”

[0082] In the instance in which Richard is not available at this time,he responds accordingly by depressing 2. The mediation system thenengages in the following voice-based communication with the Richard, viathe IVR system, in an attempt to proceed according to an alternate andmutually acceptable follow-through action. “Richard, I would like toconnect with you. After the tone, please key in a time that you areavailable to talk so that I can attempt to accommodate your schedule.”After the tone, Richard uses the telephone keypad to enter a time, suchas 15:45 hours. In some instances, it may be desirable to use voicerecognition for receiving contextual information and responses fromRichard.

[0083] In response to receiving the time specified by Richard, themediation system communicates a data-based communication to David. Thedata-based communication is a single follow-through action promptingDavid with “Are you available to talk with Richard at this time?” In theinstance in which David is available to talk with Richard at the timespecified by Richard, he confirms that he is available by depressing thecontrol key corresponding to the accept action. In response to Davidconfirming that he is available at the time specified by Richard, themediation system communicates the following voice-based communication toRichard and terminates the call. “Richard, I am available to talk withyou at this time. I will call you at around 15:45 hours. Thanks and I'lltalk to you soon. Good-bye.”

[0084] In the instance in which David is not available to talk withRichard at the time specified by Richard, he indicates that he is notavailable by depressing the control key corresponding to a declineaction. In response to David indicating that he is not available at thetime specified by Richard, the mediation system communicates thefollowing voice-based communication to Richard and terminates the call.“Richard, I am not available to talk with you at this time. I'llfollow-up with you later to try and find a convenient time to talk.Thanks for calling. Good-bye.” In some instances, the mediation systemmay allow Richard to be transferred to David's assistant, such thatmediation can be continued via David's assistant.

[0085] Another type of mediation session is one initiated by an outboundcommunication request. An embodiment of a method for facilitating amediation session initiated by an outbound communication request isdepicted in FIG. 11. The apparatus 20, FIG. 2, illustrates an example ofan apparatus capable of carrying out the method depicted in FIG. 11. Ata block 300, an outbound communication request is received by themediation system from the mediation subscriber communication device, viaone or more data packets or via a voice-based communication. Theoutbound communication request includes contact information such as aname, a telephone number, etc. for identifying an/or contacting themediated party. In response to receiving the outbound communicationrequest, a plurality of follow-through actions is prepared at a block302. In other embodiments, depending on the outbound request, only onefollow-through action or no follow-through action is prepared. Preparingthe follow-through actions includes assessing related contextualinformation such as the present availability of the mediationsubscriber, mediation behavior and preferences of the mediationsubscriber, information in policies of the mediation subscriber, etc.

[0086] At a block 304, the plurality of follow-through actions iscommunicated to the mediation subscriber from the mediations system. Ata block 306, a selected follow-through action is received by themediation system from the mediation subscriber. In response to receivingthe selected follow-through action, the mediated party communicationdevice is contacted at the block 308. It should be understood that themediation system contacts the mediated party communication device.Accordingly, the mediation system engages in communication with themediated party to determine if the mediated party is available to engagein communication with the mediation subscriber.

[0087] In response to the availability of the mediated party and themediation subscriber permitting immediate communication (block 309′),the mediation system facilitates connection of the mediation subscribercommunication device with that of the mediated party communicationdevice at a block 310. In response to the availability of mediated partyor the mediation subscriber not permitting communication immediatelytherebetween (block 309′), the mediation continues to a block 309″.

[0088] At the block 309″, in response to the mediated party notselecting a follow-through option, the mediation system terminates itscommunication with the mediated party at a block 312. In response to themediated party selecting a follow-through option at the block 309″ themediation system facilitates, block 314, a mediated follow-throughoperation with the mediated party according to the follow-through optionselected at the block 309″. Scheduling time to talk, call forwarding,entering voice mail and the like are examples of follow-through optionsthat may be selected at the block 309″. At a block 316, the mediationactivity data set 35 d, FIG. 7, is updated with information associatedwith the communication appointment.

EXAMPLE 3 Outbound Call Mediation

[0089] At a fourth interaction event E4, FIG. 12, David recognizes thathis meeting is about to end. In reviewing the caller summary CS1, Daviddecides that he would like for the mediation system to facilitate areturn call to Sally E. To initiate such an operation, David depressesthe control key 16 c associated with an options action OA.

[0090] In response to depressing the control key 16 c associated withthe options action, an options menu OM is displayed on the visualdisplay 16 a at a fifth interaction event E5. The options menu OMincludes a plurality of option selections OS. Examples of optionselections OS include make a call, return a call, make a reservation,change my availability, change my policies and change my servicepreferences.

[0091] In response to choosing the ‘return a call’ option selection, anattempt is made at contacting Sally via her communication device. In theevent that Sally answers, the mediation system connects David withSally. In the event that Sally is not available, a plurality of callresolutions CR is displayed on the visual display at a sixth interactionevent E6. The call resolutions CR provide various options when thecaller is not available. Examples of call resolutions CR includeschedule a call, continue to try, and quit call attempt. David uses thescroll key 16 d to select the ‘Continue to try’ call resolution andconfirms this selection by depressing the control key 16 c associatedwith the accept action AA. The mediation continues to contact Sally.

[0092] It is desirable and advantageous for a mediated follow-throughoperation or pending mediated commitment to be modified according to anupdated context component. For example, in the case where theavailability status of the mediation subscriber changes, it is desirableand advantages for in-progress mediation operations and pending mediatedcommitments to be dynamically adjusted as necessary. The apparatus,methods and systems disclosed herein are capable of supporting suchdynamic adjustment.

[0093] The ‘schedule a call’ call resolution depicted in FIG. 12 is oneembodiment of a call resolution for mediating a coordinated arrangementfor person-to-person communication to be facilitated. In such anembodiment, the mediation system mediates an agreed upon time and/or dayfor the mediation subscriber and the mediated party to communicate.

[0094]FIG. 13 depicts an embodiment of a method for facilitating amediation session to alter a pending mediated commitment in response toone or more context components being altered. The apparatus 20, FIG. 2,illustrates an example of an apparatus capable of carrying out themethod depicted in FIG. 13. Information may be communicated between themediation subscriber communication device and the mediation system viadata packets over a suitable network.

[0095] At a block 400, an altered context component is received by themediation system. The altered context component may be received from themediation subscriber or the mediated party. At a block, 402 an affectedmediated commitment is identified. A revised availability statusillustrates an example of the altered context component capable ofaffecting a mediated commitment. A revised follow-through action isdetermined and a follow-through communication is prepared at a block 404and at a block 406, respectively. At a block 408, an attempt is made atcontacting the mediated party via the mediated party communicationdevice.

[0096] It should be understood that one or more context componentsand/or mediated commitments could be affected simultaneously. Therefore,at the block 400, more than one altered context component may bereceived. Also, the particular revised follow-through actions includedin the follow-through action summary may vary depending on the specificcontext components and/or mediated commitments affected.

[0097] In response to the mediated party not being contacted, apostponement message is communicated to a mediated party messagingservice at a block 410, if available. Voice mail and an answeringmachine illustrate suitable examples of the mediated party messagingservice. At a block 412 the mediation activity data set 35 d, FIG. 7, isupdated to reflect that the mediated commitment has been postponed.

[0098] In response to the mediated party being contacted, the revisedfollow-through communication is communicated to the mediated partycommunication device at a block 414. In response to the revisedfollow-through action being unacceptable to the mediated party, themethod would proceed from the block 414 to the block 410, thus resultingin the mediated commitment being postponed. The method then proceeds tothe block 412 where the mediation activity data set 35 d, FIG. 7, isupdated to reflect that the mediated commitment has been changed. Inresponse to the revised follow-through action being acceptable to themediated party, at a block 416, the mediated follow-through operation isperformed according to the altered context component is facilitated.

[0099] In response to the mediated follow-through operation successfullyproducing an altered mediated commitment, the method proceeds to theblock 412 where the mediation activity data set 35 d, FIG. 7, is updatedto reflect that the mediated commitment has been changed. In response tothe mediated follow-through operation being unsuccessful at producing analtered mediated commitment, a postponement message is communicated to amediated party at a block 410. The method then proceeds to the block412. The mediated party being unable to commit to a mutually acceptabletime to talk illustrates an example of the mediated follow-throughoperation being unsuccessful.

EXAMPLE 4 Mediated Commitment Dynamic Updating

[0100] At a seventh interaction event E7, FIG. 14, David is still in hismeeting, reviewing a pending commitment summary POS displayed on thevisual display 16 a of his wireless telephone, when he notices that hismeeting has run longer than expected. The pending commitment summary PCSindicates that David has a number of pending mediated commitments thatare based on his meeting being over by about 14:30 hours. David alsonotices that the meeting has run longer than the time specifiedaccording to his availability status, FIG. 3. Accordingly, David selectsthe control key associated with the options action OA such that theoptions menu OM is displayed at an eighth interaction event E8. Davidthen uses the scroll key 186 to highlight the ‘Change my availability’options selection and confirms the selection by depressing the controlkey 16 c associated with the accept action AA.

[0101] In response to selecting the choosing the ‘Change myavailability’ options selection OS, the availability status menu ASM isdisplayed on the visual display at a ninth interaction event E9. Daviduses the scroll key 16 d to select the ‘In meeting until . . . ’availability specifier, enters a new time for when he will be out of themeeting, and confirms the new availability status by depressing thecontrol key 16 c associated with the accept action AA.

[0102] In response to altering his availability status, the mediationsystem identifies the pending mediated commitments associated with theavailability status. The mediation system then acts on behalf of Davidto contact the appropriate mediated parties to revise the mediatedcommitments according to the altered availability status. As revisedmediated commitments are established, David is able to review them viathe pending commitment summary PCs.

[0103]FIG. 15 depicts an embodiment of a method for performing amediation session to set-up a mediated service commitment. The apparatus20, FIG. 2, illustrates an example of an apparatus capable of carryingout the method depicted in FIG. 15. Information may be communicatedbetween the mediation subscriber communication device and the mediationsystem via data packets over a suitable network. At a block 500, aservice mediation request is received by the mediation system 10 fromthe mediation subscriber communication device 16. In response toreceiving the service mediation request, a context is determined and aplurality of service actions is prepared at a block 501 and a block 502,respectively. In other embodiments, one or no service actions areprepared. At a block 504, the plurality of service actions iscommunicated to the mediation subscriber communication device 16.

[0104] In response to receiving, at a block 506, a selected one of theservice actions from the mediation subscriber communication device 16, amediated follow-through operation is facilitated with the serviceprovider at a block 508. At a block 509, confirmation information, suchas a confirmation code, associated with the service reservation isreceived from the service provider reservation system.

[0105] At a block 510, in response to completing the mediatedfollow-through operation, the mediated activity data set, FIG. 7, isupdated. Updating the mediated activity data set includes addinginformation associated with the mediated service request, such as aconfirmation number and a telephone number of the service provider, tothe data set.

[0106]FIG. 16 depicts an embodiment of a method for accomplishing theoperation of facilitating the mediated follow-through operation, asdepicted at the block 508 in FIG. 15. At a block 508 a, a plurality ofservice providers capable of providing the requested service isidentified. In other embodiments, only one service provider isidentified. At a block 508 b, the identified service providers arecommunicated to the mediation subscriber communication device 16. Aftercommunicating the plurality of service providers to the mediationsubscriber communication device, confirmation of a selected serviceprovider is received, at a block 508 c, from the mediation subscribercommunication device.

[0107] At a block 508 d, a network connection is established between theservice provider reservation system and the mediation system through thecomputer network. At a block 508 e, the mediated follow-throughoperation is performed, thus establishing a mediated service commitment.The mediated service commitment illustrates an example of a mediatedcommitment, as discussed above. It is contemplated that communicationbetween the mediation system and the service management system may befacilitated via the computer network and the voice network.

[0108] Accordingly, data-based communication and voice-basedcommunication may be used for facilitating the mediated serviceoperation at the block 508 e. For example, the mediation system maycomplete a first portion of the mediated follow-through operation viadata-based communication through the computer network and a secondportion of the mediated follow-through operation via voice-basedcommunication the through the voice network. A combined use ofdata-based communication and voice-based communication is defined hereinto be a mixed-mode communication.

EXAMPLE 5 Service Mediation

[0109] David decides to make a reservation at his favorite restaurant tobe sure he gets seated for dinner without too long of a wait. He wasexpecting to get there before the dinner crowd. However, because hismeeting ran over, he thinks he may now have a hard time getting a seat.

[0110] Accordingly, at a tenth interaction event E10, FIG. 17, Davidbrings up the options menu OM on the visual display 16 a of his wirelesstelephone 16′. David uses the scroll key 16 d to choose the ‘Make areservation’ option selection and confirms his selection by depressingthe control key 16 c associated with the accept action AA. In responseto choosing the ‘Make a reservation’ option selection, a service menu ison the visual display 16 a at an eleventh interaction event E11. Theservice menu SM includes a plurality of service selections. Examples ofservice selections SS include arrange a taxi, arrange a hotelreservation, arrange a restaurant reservation and book a flight.

[0111] David uses the scroll key 16 d to select the ‘Arrange arestaurant reservation’ service selection and confirms the selection bydepressing the control key 16 c associated with the accept action AA. Inresponse to choosing the ‘Arrange a restaurant reservation’ serviceselection, an arrangement option menu AOM is displayed on the visualdisplay at a twelfth interaction event E12. The arrangement option menuAOM includes a plurality of arrangement options AO.

[0112] Each service selection SS has one or more correspondingcontext-specific arrangement options. Accordingly, the arrangementoptions AO displayed in response to choosing the ‘arrange a restaurantreservation’ service action are specific to arranging the taxi and arebased on the present availability of the mediation subscriber. Becausethe mediation system knows that the mediation subscriber is in ameeting, the context derived from being in a meeting until a specifiedtime is used to add a contextual aspect to some of the arrangementoptions AO. In this example, in which David is in a meeting until 15:15hours, context-specific service actions include arranging a taxi forimmediately after the meeting, arrange a taxi for X minutes after themeeting arranging a restaurant reservation Y minutes after the meetingand booking a flight Z hours after the meeting. In this manner, amediated service commitment may be acted on in a more specific fashion.

[0113] David uses the scroll key 16 d to select the ‘. . . min aftermeeting’ arrangement option, enters 45 minutes in the corresponding timefield and confirms this selection and entry by depressing the controlkey 16 c associated with the accept action AA. In response to confirmingthis selection and entry, the mediation system identifies therestaurant, contacts a service management system of the restaurant andmediates the requested reservation on David's behalf according to thearrangement option specified by David. The mediation system contacts theservice management system of the restaurant, such as via the Internet orvia an automated or actual voice communication, for facilitatingmediation of the reservation. Information associated with the restaurantare provided manually by David, garnished from the service providerpreference data set in David's profile (FIG. 7) or a combination of suchinformation input techniques. Once the reservation is confirmed by themediation system, David is able to review it via the pending commitmentsummary PCS discussed in reference to FIG. 14.

[0114] Embodiments of the systems, apparatus and methods disclosedherein provide advantageous and beneficial results relative toconventional mediation solutions. Such embodiments use all appropriateand available resources to interact with a mediated party. It does notdepend on the mediated party being a mediation subscriber or having asmart phone. The device independent nature, with respect to the mediateparty, places few restrictions on the breadth of communication.Furthermore, mediation is carried out in a very similar manner, as wouldmediation done personally by the mediation subscriber.

[0115] The methods disclosed herein negotiate with mediated parties withthe ultimate goal of connecting the two parties. Connecting the twoparties may be via a scheduled telephone call or a mediated servicecommitment such as a taxi reservation. The objective of the mediationsystem is to continually and dynamically act on the behalf of themediation subscriber when the mediation subscriber cannot personallyparticipate in a dynamic, personal and time-consuming manner. To thisend, one aspect is the ability to identify and analyze contextualinformation associated with the mediation subscriber and the mediatedparty. Accordingly, advantageous and beneficial results are achieved asa result of separating the availability individuals from theavailability of their respective communication devices.

[0116] Some types of the mediation subscriber communications devices,such as smart phones, include data processing capabilities. For example,some smart phones are capable of running JAVA-based programs. It iscontemplated that such data processing capabilities will permit at leasta portion of the operations and steps of the methods disclosed herein tobe performed by the mediation subscriber communication device acting asthe mediation system rather than solely by a separate mediation system.For example, in some instances, it may be desirable and advantageous forall or some menu follow-through actions to be prepared by the mediationsubscriber communication device 16.

[0117] The various functions and components in the present applicationmay be implemented using an information handling machine such as a dataprocessor, or a plurality of data processing devices. Such a dataprocessor may be a microprocessor, microcontroller, microcomputer,digital signal processor, state machine, logic circuitry, and/or anydevice that manipulates digital information based on operationalinstruction, or in a predefined manner. Generally, the variousfunctions, and systems represented by block diagrams herein are readilyimplemented by one of ordinary skill in the art using one or more of theimplementation techniques listed herein.

[0118] When a data processor for issuing instructions is used, theinstructions may be stored in memory. Such a memory may be a singlememory device or a plurality of memory devices. Such a memory device maybe read-only memory device, random access memory device, magnetic tapememory, floppy disk memory, hard drive memory, external tape, and/or anydevice that stores digital information. Note that when the dataprocessor implements one or more of its functions via a state machine orlogic circuitry, the memory storing the corresponding instructions maybe embedded within the circuitry that includes a state machine and/orlogic circuitry, or it may be unnecessary because the function isperformed using combinational logic.

[0119] Such an information handling machine may be a system, or part ofa system, such as a computer, a personal digital assistant (PDA), a handheld computing device, a cable set-top box, an Internet capable device,such as a cellular phone, and the like.

[0120] In the preceding detailed description, reference has been made tothe accompanying drawings that form a part hereof, and in which areshown by way of illustration specific embodiments in which the inventionmay be practiced. These embodiments and certain variants thereof, havebeen described in sufficient detail to enable those skilled in the artto practice the invention. It is to be understood that other suitableembodiments may be utilized and that logical, mechanical, chemical andelectrical changes may be made without departing from the spirit orscope of the invention. For example, functional blocks shown in thefigures could be further combined or divided in any manner withoutdeparting from the spirit or scope of the invention. To avoidunnecessary detail, the description may omit certain information knownto those skilled in the art. The preceding detailed description is,therefore, not intended to be limited to the specific forms set forthherein, but on the contrary, it is intended to cover such alternatives,modifications, and equivalents, as can be reasonably included within thespirit and scope of the appended claims.

What is claimed is:
 1. A method for facilitating mediated virtualcommunication, comprising: receiving, by a mediation system, acommunication request; determining, by the mediation system, a contextassociated with the communication request in response to receiving thecommunication request; and preparing, by the mediation system,contextual decision information in response to determining the context.2. The method of claim 1 wherein: receiving the communication requestincludes receiving an inbound communication request; and preparing saidcontextual decision information includes preparing a plurality offollow-through actions and preparing a communication summary including aplurality of context components.
 3. The method of claim 2, furthercomprising: transmitting the plurality of follow-through actions and thecommunication summary from the mediation system for reception by amediation subscriber communication device; receiving, by the mediationsystem from the mediation subscriber communication device, a selectedone of the follow-through actions; and facilitating a mediatedfollow-through operation based at least partially on the selected one ofthe follow-through actions.
 4. The method of claim 3, whereinfacilitating the mediated follow-through operation includes: determininga mediation subscriber behavior relating to the communication request;and performing the mediated follow-through operation based at leastpartially on the mediation subscriber behavior.
 5. The method of claim3, further comprising: updating a data set in a mediation subscriberprofile in response to receiving a follow-through action.
 6. The methodof claim 5 wherein updating the data set includes updating a policy dataset.
 7. The method of claim 5 wherein updating the data set includesupdating an action history data set.
 8. The method of claim 5 whereinupdating the data set includes updating a communication history dataset.
 9. The method of claim 5 wherein updating the data set includesupdating an availability history data set.
 10. The method of claim 5wherein updating the data set includes updating a mediation activitydata set.
 11. The method of claim 5 wherein updating the data setincludes archiving information associated with the communicationrequest, archiving an availability status associated with thecommunication request and archiving a selected follow-through actionassociated with the inbound communication.
 12. The method of claim 1wherein: receiving the communication request includes receiving anoutbound communication request from the mediation system; and preparingsaid contextual decision information includes preparing a plurality offollow-through actions.
 13. The method of claim 12, further comprising:transmitting the plurality of follow-through actions for reception by amediation subscriber communication device; receiving, by the mediationsystem from the mediation subscriber communication device, a selectedone of the follow-through actions; and facilitating a mediatedfollow-through operation based at least partially on the selected one ofthe follow-through actions.
 14. The method of claim 1 whereindetermining the context includes analyzing a data set associated with amediation subscriber profile.
 15. The method of claim 14 whereinanalyzing the data set includes analyzing a policy data set.
 16. Themethod of claim 14 wherein analyzing the data set includes analyzing anaction history data set.
 17. The method of claim 14 wherein analyzingthe data set includes analyzing a communication history data set. 18.The method of claim 14 wherein analyzing the data set includes analyzingan availability history data set.
 19. The method of claim 14 whereinanalyzing the data set includes analyzing a mediation activity data set.20. The method of claim 1 wherein determining the context includesdetermining a present availability status.
 21. The method of claim 20wherein determining the present availability status includes determiningthe present availability status of a mediation subscriber.
 22. Themethod of claim 20 wherein determining the present availability statusincludes determining the present availability status of a mediatedparty.
 23. The method of claim 1, further comprising: determining asystem-imposed follow-through action; and facilitating a mediatedfollow-through operation based at least partially on the system-imposedfollow-through action.
 24. The method of claim 23 wherein determiningthe system-imposed follow-through action includes determining a defaultfollow-through action designated in a mediation subscriber profile. 25.The method of claim 24 wherein determining a default follow-throughaction includes determining a voice mailbox address.
 26. The method ofclaim 23 wherein determining the system-imposed follow-through actionincludes determining a behavior-specific follow-through action.
 27. Themethod of claim 26 wherein determining a behavior-specificfollow-through action includes determining a voice mailbox address. 28.The method of claim 27 wherein determining the behavior-specificfollow-through action includes analyzing a policy data set.
 29. Themethod of claim 27 wherein determining the behavior-specificfollow-through action includes analyzing an action history data set. 30.The method of claim 27 wherein determining the behavior-specificfollow-through action includes analyzing a communication history dataset.
 31. The method of claim 27 wherein determining thebehavior-specific follow-through action includes analyzing anavailability history data set.
 32. The method of claim 27 whereindetermining the behavior-specific follow-through action includesanalyzing a mediation activity data set.
 33. A method for facilitatingmediated virtual communication, comprising: receiving, by a mediationsystem, an inbound communication request; determining, by the mediationsystem, a context associated with the communication request in responseto receiving the inbound communication request; preparing, by themediation system, contextual decision information in response todetermining the context, wherein preparing said contextual decisioninformation includes preparing a plurality of follow-through actions andpreparing a communication summary including a plurality of contextcomponents; transmitting the plurality of follow-through actions and thecommunication summary from the mediation system for reception by amediation subscriber communication device; receiving, by the mediationsystem from the mediation subscriber communication device, a selectedone of the follow-through actions; and facilitating a mediatedfollow-through operation based at least partially on the selected one ofthe follow-through actions.
 34. The method of claim 33, whereinfacilitating the mediated follow-through operation includes: determininga mediation subscriber behavior relating to the communication request;and performing the mediated follow-through operation based at leastpartially on the mediation subscriber behavior.
 35. The method of claim33, further comprising: updating a data set in a mediation subscriberprofile in response to receiving a follow-through action.
 36. The methodof claim 35 wherein updating the data set includes updating a data setselected from a group of data sets consisting of an action history dataset, a communication history data set, an availability history data set,a mediation activity data set.
 37. The method of claim 35 whereinupdating the plurality of data sets includes archiving informationassociated with the communication request, archiving an availabilitystatus associated with the communication request and archiving aselected follow-through action associated with the inboundcommunication.
 38. The method of claim 33 wherein determining thecontext includes determining a present availability status.
 39. Themethod of claim 38 wherein determining the present availability statusincludes determining the present availability status of a mediationsubscriber.
 40. The method of claim 38 wherein determining the presentavailability status includes determining the present availability statusof a mediated party.
 41. A method for facilitating mediated virtualcommunication, comprising: receiving, by a mediation system, an outboundcommunication request; determining, by the mediation system, a contextassociated with the communication request in response to receiving thecommunication request; preparing, by the mediation system, contextualdecision information in response to determining the context, whereinpreparing said contextual decision information includes preparing aplurality of follow-through actions; transmitting the plurality offollow-through actions for reception by a mediation subscribercommunication device; receiving, by the mediation system from themediation subscriber communication device, a selected one of thefollow-through actions; and facilitating a mediated follow-throughoperation based at least partially on the selected one of thefollow-through actions.
 42. The method of claim 41 wherein determiningthe context includes analyzing a data set associated with a mediationsubscriber profile.
 43. The method of claim 41 wherein determining thecontext includes determining a present availability status.
 44. Themethod of claim 44 wherein determining the present availability statusincludes determining the present availability status of a mediationsubscriber.
 45. The method of claim 44 wherein determining the presentavailability status includes determining the present availability statusof a mediated party.
 46. A method for facilitating mediated virtualcommunication, comprising: receiving, by a mediation system, acommunication request; determining, by the mediation system, a contextassociated with the communication request in response to receiving thecommunication request, wherein determining the context includesanalyzing a data set associated with a mediation subscriber profile anddetermining a present availability status; and preparing, by themediation system, contextual decision information in response todetermining the context.
 47. The method of claim 46, further comprising:determining a system-imposed follow-through action; and facilitating amediated follow-through operation based at least partially on thesystem-imposed follow-through action.
 48. A computer program product,comprising: a computer program processable by a data processor toimplement a mediation system; and an apparatus from which the computerprogram is accessible by the data processor; the computer programcapable of enabling the data processor to: receive a communicationrequest; determine a context associated with the communication requestin response to receiving the communication request; and preparecontextual decision information in response to determining the context.49. The computer program product of claim 48 wherein the computerprogram is further capable of enabling the data processor to: receivethe communication request includes enabling the data processor toreceive an inbound communication request; and preparing said contextualdecision information includes enabling the data processor to prepare aplurality of follow-through actions and to prepare a communicationsummary including a plurality of context components.
 50. The computerprogram product of claim 49 wherein the computer program is furthercapable of enabling the data processor to: transmit the plurality offollow-through actions and the communication summary from the dataprocessor for reception by a mediation subscriber communication device;receive, by the data processor from the mediation subscribercommunication device, a selected one of the follow-through actions; andfacilitate a mediated follow-through operation based at least partiallyon the selected one of the follow-through actions.
 51. The computerprogram product of claim 50 enabling the data processor to facilitatethe mediated follow-through operation includes enabling the dataprocessor to: determine a mediation subscriber behavior relating to thecommunication request; and perform the mediated follow-through operationbased at least partially on the mediation subscriber behavior.
 52. Thecomputer program product of claim 50 wherein the computer program isfurther capable of enabling the data processor to: update a data set ina mediation subscriber profile in response to receiving a follow-throughaction.
 53. The computer program product of claim 52 wherein enablingthe data processor to update the data set includes enabling the dataprocessor to update a data set selected from a group of data setsconsisting of a policy data set, an action history data set, acommunication history data set, an availability history data set and amediation activity data set.
 54. The computer program product of claim52 wherein enabling the data processor to update the data set includesenabling the data processor to archive information associated with thecommunication request, archive an availability status associated withthe communication request and archive a selected follow-through actionassociated with the inbound communication.
 55. The computer programproduct of claim 48 wherein the computer program is further capable ofenabling the data processor to: receive a communication request includesenabling the data processor to receive an outbound communicationrequest; and prepare said contextual decision information includesenabling the data processor to prepare a plurality of follow-throughactions.
 56. The computer program product of claim 55 wherein thecomputer program is further capable of enabling the data processor to:transmit the plurality of follow-through actions for reception by amediation subscriber communication device; receive, by the dataprocessor from the mediation subscriber communication device, a selectedone of the follow-through actions; and facilitate a mediatedfollow-through operation based at least partially on the selected one ofthe follow-through actions.
 57. The computer program product of claim 48wherein enabling the data processor to determine the context includesenabling the data processor to analyze a data set associated with amediation subscriber profile.
 58. The computer program product of claim57 wherein enabling the data processor to analyze the data set includesenabling the data processor to analyze a data set selected from thegroup of data sets consisting of a policy data set, an action historydata set, a communication history data set, an availability history dataset and a mediation activity data set.
 59. The computer program productof claim 48 wherein enabling the data processor to determine the contextincludes enabling the data processor to determine a present availabilitystatus.
 60. The computer program product of claim 59 wherein enablingthe data processor to determine the present availability status includesenabling the data processor to determine the present availability statusof a mediation subscriber.
 61. The computer program product of claim 59wherein enabling the data processor to determine the presentavailability status includes enabling the mediation to determine thepresent availability status of a mediated party.
 62. The computerprogram product of claim 48 wherein the computer program is furthercapable of enabling the data processor to: determine a system-imposedfollow-through action; and facilitate a mediated follow-throughoperation based at least partially on the system-imposed follow-throughaction.
 63. The computer program product of claim 62 wherein enablingthe data processor to determine the system-imposed follow-through actionincludes enabling the data processor to determine a defaultfollow-through action designated in a mediation subscriber profile. 64.The computer program product of claim 63 wherein enabling the dataprocessor to determine a default follow-through action includes enablingthe data processor to determine a voice mailbox address.
 65. Thecomputer program product of claim 62 wherein enabling the data processorto determine the system-imposed follow-through action includes enablingthe data processor to determine a behavior-specific follow-throughaction.
 66. The computer program product of claim 65 wherein enablingthe data processor to determine a behavior-specific follow-throughaction includes enabling the data processor to determine a voice mailboxaddress.
 67. The computer program product of claim 65 wherein enablingthe data processor to determine the behavior-specific follow-throughaction includes enabling the data processor to analyze a data setselected from a group of data sets consisting of a policy data set, anaction history data set, a communication history data set, anavailability history data set and a mediation activity data set.
 68. Acomputer program product, comprising: a computer program processable bya data processor to implement a mediation system; and an apparatus fromwhich the computer program is accessible by the data processor; thecomputer program capable of enabling the data processor to: receive acommunication request; determine a context associated with thecommunication request in response to receiving the inbound communicationrequest; prepare contextual decision information in response todetermining the context, wherein preparing said contextual decisioninformation includes preparing a plurality of follow-through actions andpreparing a communication summary including a plurality of contextcomponents; transmit the plurality of follow-through actions and thecommunication summary from the data processor for reception by amediation subscriber communication device; receive, by the dataprocessor from the mediation subscriber communication device, a selectedone of the follow-through actions; and facilitate a mediatedfollow-through operation based at least partially on the selected one ofthe follow-through actions.
 69. A system for facilitating mediatedvirtual communication, comprising: a system to connect to a data packetnetwork and to a voice network, the system to: receive a communicationrequest; determine a context associated with the communication requestin response to receive the communication request; and preparingcontextual decision information in response to determining the context.70. The system of claim 68 wherein: the mediation system includes a datapacket client and a computer-telephone interface client; the data packetnetwork includes a data packet server; the voice network includes acomputer-telephone interface client sever and an interactive voiceresponse system connected to the computer-telephone interface; and themediation system is to: facilitate data packet-based communication witha mediation subscriber for preparing said contextual decisioninformation; facilitate voice-based communication with a mediated partyfor transmitting a follow-through action associated with said contextualdecision information to the mediated party.